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Yet another christmas shutdown email

We just sent this out today and have had dozens of replies. Thank you for the great feedback and I will copy a number of them into my next post. For everyone who has unsubscribed from our list, or for those randomly wandering onto this site, here is the email…enjoy…

It’s that time of year again – when we all sit around saying “wow, I can’t believe the year is over already”.

It’s also the time of year when the traffic jam moves from our roads to our shopping centres, and when we don fake beards and red suits in 40° heat. And despite the fact that shops are open 36 hours a day, we are still forced to duck into the shops for that one last present and spend 3 hours in the checkout queue.

It is at this time that every other business on the face of the earth like to inform you that they will be closed. This is one of those emails.

At some stage tomorrow afternoon we will check our empty in-box, have an end of year drink, and call it a year. In theory we will be reopening on the 4th of January.

If you have an urgent order please let me know. We will check emails on each business day and will be shipping urgent orders. This requires me driving 10 minutes to the office so please make sure it is urgent.

Support will continue throughout the break. Call 1300 30 33 34 but don’t leave a voicemail if it is urgent. In extreme emergencies call and message me on xxxx xxx xxx.

That’s the official stuff over and done with.

One last thing – if you are after the perfect Christmas present for that person that you forgot about, and don’t want to spend 3 hours in the checkout queue then we are giving away copies of The Rotten Food Cookbook for almost FREE. They are normally $10 + shipping, but we will ship them to you for only $6 total, today only. Just in time for Christmas (unless you live in some remote location like Gympie, Mt Isa, or New Zealand).

Have a great Christmas. Drive safely. Avoid food poisoning. And thank you for your support.

Cheers,
Shane van de Vorstenbosch
(and also Jordan, but he will be on the high seas over Christmas)
OnSolution

Saving time – saving lives – saving reputations
www.onsolution.com.au

P.S. Oops, sorry I missed the anti-spam clause…If you don’t want to receive any future email notifications from us just reply to this email with the word “unsubscribe” in the subject or the first line. Please note that the word “unsbscribe” does not work, nor does “please stop sending me stuff”. We have to process those ones manually and it takes a bit longer.

P.P.S. I love Christmas. If anyone took offense at my tongue in cheek email then please spare me some Christmas grace.
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This email is intended for its recipients which is fairly obvious. If you have received this email accidentally then you will probably just hit delete anyway, or have it clutter up your inbox. Try to avoid damaging the environment by printing 50 copies of the email accidentally. Does anyone ever read this at the bottom of emails? If you do please let me know and I will send you a free copy of The Rotten Food Cookbook. I should limit this to the first 10 respondants just in case people actually do read this. Have a great Christmas. You made it this far in my email, you deserve it.

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What is covered with our shipping insurance?

Our normal terms and conditions (like most businesses) is that you take possession the moment an order ships. If the order is lost or damaged in transit then, in theory, it’s your problem. In reality we will have a conversation and try to work out a good way to resolve the issue where we are both happy (or not too upset).

Shipping insurance is there to remove the drama. If an order is lost or damaged in transit, we will simply send out a replacement, and we will then deal with the courier directly to resolve the original problem.

Our shipping insurance also means that if an order is delayed beyond what is normal and reasonable then we will send you another shipment (stock levels permitting). Then you should receive one of them sooner, and when the second one arrives you simply Return To Sender.

How much is shipping insurance?

Shipping insurance is 5% of the cost of the goods.

Is it worth it? Practically we have had far less than 5% of shipments have problems. It is, however, what Australia Post and other couriers charge. Ultimately insurance is about peace of mind and less hassle when something does go wrong.

Shipping insurance as an option

Shipping insurance is offered as an option on all our web sites. You can select it at the checkout.

For large orders our staff may also ask if you would like shipping insurance.

If you would like shipping insurance on an order you are placing with us, just ask.

Mandatory shipping insurance

Unfortunately we have had a couple of large orders not make it and then the customer refused to pay. A friend suggested that the easy way to avoid the dispute is to insure any shipments where we have a significant risk.

If you would like an immediate line of credit (30 days to pay) and have the goods ship immediately (no credit check delays) and are purchasing over $500 then we will add shipping insurance to your order.

The shipping insurance can be waived if the order is between $500 and $2,000 and you provide us with a formal confirmation that you accept responsibility of the goods once they ship.

Alternatively you can prepay by direct deposit or credit card.

What is not covered?

If there is a clear proof of delivery to the shipping address provided then we class that as delivered. Unfortunately there are cases where it is lost somewhere between the loading dock or receptionist and ending up in your hands. But we also know that a photo of the bag against a generic grey background is not proof of delivery, it is just proof of existence! It needs to be a reasonable proof of delivery.

It also doesn’t cover the expectation of overnight delivery. For example, if we were to ship to Melbourne (we are in Sydney) then we would expect it to be delivered within about 3 days. Most of the time it is overnight, but there are enough floods and other issues that regularly cause minor delays. Sending a second order the next day tends to not fix the problem. If it is super urgent, talk to us about how we can minimise the risk.

For damage claims we ask that you contact us immediately and we will probably ask for photos or some proof. The shipping insurance doesn’t cover claims weeks later. We do have warranty covering our items, but it excludes physical damage (e.g. being dropped). If the goods are damaged in transit then please let us know ASAP so we can cover it under the shipping insurance.